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  • 1.  Predictive engagement Journey Tab

    Posted 07-02-2021 09:32
    No replies, thread closed.
    Hi,
    When  the Customer visits a website configured with Genesys Predictive Engagement and connect with Agent  through chat then the Customer Journey Tab is visible
    in Agent Workspace but  when the same customer visit a website again Journey Tab is not visible. For the configuration we follow the given below 
    About Predictive Engagement - Genesys Cloud Resource Center
    Please help me out why I facing this issue. 


    Thank you 
    #DigitalChannels

    ------------------------------
    Rakesh Singh
    HCL Technologies Ltd.
    ------------------------------


  • 2.  RE: Predictive engagement Journey Tab

    Posted 07-05-2021 16:48
    No replies, thread closed.
    On the second time, are they initiating a chat?  Also, sometimes cookies are not saved and tracking between visits gets lost.  Try the different scenarios and let us know.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Predictive engagement Journey Tab

    Posted 07-06-2021 01:29
    No replies, thread closed.
    Hi Robert,

    Thanks for reply. Now it is working when we try this with another chat widget.
    But I am facing another issue the proactive chat is not pop on website as as we have defined on Predictive engagement on action map.

    Thanks,
    Rakesh Singh

    ------------------------------
    Rakesh Singh
    HCL Technologies Ltd.
    ------------------------------

    Original Message


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